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Continual service improvement.

Author: Great Britain. Office of Government Commerce.
Publisher: London : TSO, ©2007.
Series: IT infrastructure library.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Great Britain. Office of Government Commerce.
ISBN: 9780113310494 0113310498
OCLC Number: 145828128
Notes: At head of title: ITIL.
Published for the Office of Government Commerce under licence from the Controller of Her Majesty's Stationery Office.
Description: xi, 221 pages : illustrations ; 28 cm.
Contents: 1. Introduction. --
2. Service management as practice. --
3. Continual Service Improvement principles. --
4. Continual Service Improvement processes. --
The 7-step improvement process. --
Service measurement. --
Return on investment for CSI. --
5. Continual Service Improvement methods and techniques. --
Assessments. --
Benchmarking. --
Measuring and reporting frameworks. --
CSI and other service management processes. --
6. Organizing for Continual Service Improvement. --
Roles and responsibilities that support CSI. --
7. Technology considerations. --
8. Implementing Continual Service Improvement. --
9. Challenges, critical success factors and risks.
Series Title: IT infrastructure library.
Other Titles: IT infrastructure library.

Abstract:

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

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